CLOSELY BILLING, CANCELLATION, AND REFUND POLICY
Effective Date: April 15, 2024
This billing, cancellation, and refund policy (the “Policy”) is integral to the Closely Terms of Use (“the Terms”) and supplements them as follows. Unless the Policy states otherwise, it operates the same terms and definitions as the Terms do. Since the Terms are the contract between Closely and its users, you should address them for a comprehensive understanding of the rights and obligations associated with using the Closely Platform, Extension, or products and services (for the purpose of this Policy, jointly marked as the “Closely Platform”).
BY USING CLOSELY PLATFORM OR PURCHASING SUBSCRIPTION OR ANOTHER CLOSELY SERVICE, YOU AGREE TO BE BOUND BY THE FOLLOWING TERMS.
SCOPE AND ACCESSIBILITY OF POLICY
Scope. This Policy explains the rules of the subscription and its billing logic, gives instructions on how you can cancel or amend a subscription, and lists conditions when you can request a refund for the Subscription Fees you have already paid.
Accessibility. You can find and access the terms of this Policy in the footer of our website, during creating an account on the Closely Platform, through your account, and before purchasing any of the Closely service, in the billing window. Please read it carefully before making any purchase and cease the process if you do not agree with the terms of the Policy.SUBSCRIPTION AND BILLING
Subscription and Fees. Access to the Closely Platform is subscription-based. This means that you must pay the subscription fee (the License Fee according to the Terms) to use the Platform. If the Closely Platform or your subscription plan allows, you can purchase extra services (e.g., additional limits, credits, etc.) on top of the subscription, subject to extra service fees. For the purpose of this Policy, both the subscription and other service fees are jointly named the Subscription Fee.
Subscription Terms. The Subscription Fee depends on the terms of your subscription plan and the length of your subscription. You can check actual prices and all the subscription plans’ conditions via this link. Moreover, Closely will disclose this information before you purchase the subscription. At any time, you can access information on your subscription duration and terms via your account on the Platform or by contacting Closely Customer Support according to Article 6 of this Policy.
Billing. According to the subscription plan and billing frequency you chose during your purchase, the subscription may be monthly, quarterly, semi-annual, or annual (the “Subscription Term”). Thus, Closely will charge the Subscription Fee monthly, quarterly, semi-annually, or annually (the “Billing Period”). The Subscription Fee is always payable in advance. To make a payment, you need to use your credit card or another banking card (if allowed by a respective payment processing provider).
Recurring Payment. By purchasing the subscription, you agree that Closely will automatically charge your card in a fixed amount according to the chosen subscription plan. This also covers cases of the subscription renewal (the “Recurring Payment”). The Recurring Payment shall be automatically charged from your banking card by the method you have chosen at the recurring intervals equal to the Billing Period until the subscription is cancelled.
Renewal. All the time, after its expiration, the Subscription Term automatically renews for successive terms of the same duration if neither you nor Closely cancel the subscription. The renewal also leads to the Recurring Payment charge according to this Policy. Closely has no obligation to track your subscription or notify you when the Subscription Term is running out, which is your sole responsibility. Your right to cancel the subscription renewals and instructions on how to serve a cancellation notice are explained in Article 4 of this Policy.CHANGE OF SUBSCRIPTION PLAN
Subscription Upgrade. You can always upgrade your subscription plan or extend the Subscription Term. You can order the upgrade through the Platform or by contacting Closely Customer Support according to Article 6 of this Policy. Once requested, your subscription plan, Subscription Term, Billing Period, and subscription price will change, and you will be billed respectively. If (1) you request the changes to your subscription with an effective date during the active subscription, and (2) the price for the subscription increases following the requested updates, Closely will charge you the difference between the new Subscription Fee and the up-to-date remainder of amounts you have already paid. Subscription Upgrade. You can always upgrade your subscription plan or extend the Subscription Term. You can order the upgrade through the Platform or by contacting Closely Customer Support according to Article 6 of this Policy. Once requested, your subscription plan, Subscription Term, Billing Period, and subscription price will change, and you will be billed respectively. If (1) you request the changes to your subscription with an effective date during the active subscription, and (2) the price for the subscription increases following the requested updates, Closely will charge you the difference between the new Subscription Fee and the up-to-date remainder of amounts you have already paid.
Subscription Downgrade. Even though you cannot downgrade the subscription plan or the amount of your purchase commitment during the Subscription Term, you can always request the downgrade with an effective date after the initial subscription expires. If you provide affirmative notice of the subscription downgrade from the new Subscription Term, once your current subscription ends, the new one will start seamlessly. Please note that you must serve the downgrade notice a minimum of (i) 15 days (if it is the first month of the monthly subscription) (ii) 25 days (if it is the second and any following months of the monthly subscription or it is quarterly, semi-annual, annual or a longer subscription) before the end of the Subscription Terms/renewal date; otherwise, the subscription will be renewed on the initial terms.CANCELLATION
Cancellation Request. To cancel a subscription renewal, you need to contact Closely Customer Support either by clicking the cancellation button in your account or according to Article 6 of this Policy. In the cancellation request, you must provide affirmative notice of the subscription cancellation, information about an email linked to your account, details of the last Subscription Fee transaction, and the reason for cancellation. For safety or customer success reasons, Closely may request additional information or ask to verify your title in/access to the account.
Cancellation Eligibility. Even though you cannot cancel an ongoing subscription unless otherwise explicitly provided hereunder, you can serve a cancellation notice to stop the automatic renewals of the subscription. This means that once Closely receives an eligible cancellation request, the Subscription Term will not renew once the initial subscription ends. For the cancellation request to be eligible, before the end of the Subscription Terms/renewal date, you must serve the cancellation notice a minimum of:Failure to provide timely notice or requested information in time may result in the subscription renewal and charges for the upcoming subscription period.
Confirmation. If you filed a cancellation request but have not provided the due information or have failed to respond the confirmation message from the Closely Customer Support Team, such a request will not be approved, and the subscription will not be cancelled. Thus, billing for the Closely Platform will continue according to the subscription plan you previously purchased. Once submitted a cancellation request, you will be contacted a respective manager on behalf of the Closely Customer Support Team to obtain all necessary information, offer alternative solutions to ensure your positive user experience, or confirm the cancellation. The manager may reach out through Intercom, email, or other communication channels you specified in the request, which are available for Closely.
Cancellation Consequences. Upon cancellation, your subscription and account will be deactivated. You will no longer have access to the features and benefits, your account, or any information therein. Nevertheless, we understand that some clients may require additional time to export their data. Thus, following your affirmative request to retain the data longer, we may but are not obliged to provide a 5-day period to retrieve the data after the subscription has expired or been cancelled. These exceptions, if granted, will be carefully documented and recorded for proper record-keeping purposes.REFUND
No Refund. Except for the cases explicitly listed hereunder, Closely has an unambiguous no-refund policy. Unless we are directly obliged by the applicable law, any amounts, once paid to Closely, are not refundable.
General Eligibility. For the sake of transparency, you are not eligible for any refund, including when:Chargebacks. Since Closely has a clear no-refunds policy, Closely permits no actual or threatened chargebacks from you, your banks, or credit card companies intended to circumvent the Policy. In the event Closely receives a chargeback threat or a chargeback is placed on your payment, Closely may share your data, including name, email, the subscription details, paid amounts, billing address, description of the incident, customer communication, use logs, as well as other necessary details to applicable banks, payment systems, providers, or credit card companies, creditors, or credit bureaus, as well as to any other entities in Closely’s sole discretion, to ensure the dispute is solved, and incident is included in appropriate databases and delinquent account listings.SUPPORT
Our dedicated Customer Support Team is available to assist you with any questions or concerns related to the Closely Platform, including subscription management or refund matters. You can reach out Closely Customer Support Team (1) via the interactive live chat on the Closely website, (2) via the interactive live chat in your account on the Platform, (3) by requesting email-back through the interactive live chat, or (4) by submitting a request to [email protected].CANCELLATION AND REFUND FOR EU CLIENTS
Applicability. This Article 7 and special rules apply to the EU residents being consumers under Directive 2011/83/EU only.
Cancellation. Except for the cases when you started to use the platform or accessed the digital content on the Closely Platform, you have a right to withdraw the Terms and cancel your subscription within 14 days from the date of the purchase without giving any reason. The right is subject to the following conditions:Your Acceptance. Please read this Policy carefully before making any purchase and cease the process if you do not agree with the terms of the Policy. By purchasing the respective Closely service and accessing the digital content of the Closely Platform, you acknowledge and agree that the performance of the service will begin immediately. You understand and accept that once you use your right to access the Closely Platform and respective digital content under the license granted according to the Terms, you will lose your right of withdrawal and cancellation within the 14-day cooling-off period as provided by EU consumer protection laws. Therefore, you waive your right to withdraw from the Terms or cancel your subscription once the license has commenced. We will consider your use of the license upon the purchase as your explicit consent to start the services and the withdrawal right waiver.
Effects of Withdrawal. If you withdraw from this contract and cancel the subscription according to this Policy, we will reimburse the respective payment received from you without undue delay and in any event not later than 14 days from the day we received an eligible notice on your decision to withdraw from this contract and cancel the subscription. For the safety reasons, we will carry out such reimbursement using the same means of payment as you used for the initial transaction. In any event, you will not incur any fees as a result of such reimbursement. If the applicable EU law obliges Closely to provide refund for some of Closely service and you requested to begin the performance of that service during the withdrawal period, you shall pay us an amount prorated to what has been provided prior to your eligible communication for withdrawal, in comparison with the full price of the respective Closely service. Accordingly, you may receive a partial refund.
Anti-Fraud Measures. Please note that Closely may remit a refund only to the same payment instrument (credit card, wire transfer, etc.) from which the initial payment was made. If the same payment instrument is unavailable anymore, the refund to a distinct payment instrument may be remitted only at the sole discretion of Closely. In a case when Closely has reasonable suspicion of potential fraud, money laundering, or illegal cash-out, Closely may hold or dismiss a refund. We reserve the right to investigate any suspected fraudulent or suspicious activity related to refunds, including chargebacks or disputed transactions. We reserve the right to limit the amount of refund that can be requested per time.MISCELLANEOUS
Changes and Updates. Closely reserves the right to modify or update the Policy at any time. Any changes to the Policy will be communicated to you through appropriate channels, such as the website or email.
Interpretation. The word “including” is to be construed as being by way of illustration or emphasis only and is not to be construed as, nor shall they take effect as, limiting the generality of any foregoing word. A reference to the singular includes the plural and vice versa. All personal pronouns used herein toward natural persons other than the Parties are gender-neutral and shall include all genders. The headings herein are intended to make the Policy easier to understand. The headings do not affect the content and meaning of the provisions placed under the specific headings. Headings are not to be used to interpret the terms of the Policy. Either Closely or the Client (you) may be referred to as the Party, and both—as the Parties.
